So I had an LG G4 that finally died after 2 years of great service, and I used the hotspot every day (I take a bus to work and back) and never had any issues.

At first my G6 seemed to work like before, it would disconnect on occasion but not a ton. Last week I upgraded the OS to 7.0 and now everything seems way worse... I get stalls all the time, or it just can't connect at all.

I am sitting down trying to find answers on Google, but nothing so far. Thought I would see if anyone else has same issues or similar and maybe has a solution.

All replies

That's awesome to hear that your G4 did so well! As for your G6, I have to say that I haven't heard of this happening nor have we tracked this as a trend with the G6. Do you find this happens every time you use your hotspot? Does it seem to be in the same area?

Happens no matter where I am. I have tested every combo of setting I can think of too...

It connects fine, for roughly 10-12 minutes, then it no longer works. I timed it 3x today. After that, even if I turn it off and on again it will not get an IP. If I restart my phone, I get another 10 minutes.

Tonight I took my phone in to local T-Mobile store and started a warranty claim in case it is a device failure. I am wondering if it is related to Android Nougat update though, since that is when it started.

I'm having the same exact issue. It started after the most recent update. After a phone reset, I would get about 10-15min of working hotspot, then it would continue to show a connection on my other device, but no actual internet was available. It would then cycle between "authenticating" , "obtaining IP" , and finally "avoided poor internet connection."

As I stated before, a phone reset would fix the issue, but only for about 10 mins, and the problem would begin to persist again.

From what tmo tech support told me, supposedly it's a rogue app that isn't playing well with the new update which is causing the issue. We went through trying to configure the APN setting to no avail.

They advised me to back up any apps as well as contacts and perform a factory reset. Won't be doing that any time soon as this is the primary phone I use for work and I have too many important text messages. An update broke this function, an update should be able to fix it.

Thank you for the updates. Same issue a well. 10 minutes-ish and done every time. I'm going to try the app uninstall route a few at a time. Hopefully find the culprit sooner than later if that's the case.

Don't waist your time, if you didn't do it yet. It is the phone and not the apps. That is what my dealer told me first so I had my phone factory restored with absolutely no result. It is the phone and it is in connection with the latest updates.

Exact same problem here. LG G6 has a problem with HotSpot after updating to Ver.7 or whatever the last system update is.

My dealer replaced the phone last week. The new one worked decent for three days until I did the system update again. After the update the new phone behave exactly like the old one. Intermittent HotSpot or no HotSpot at all. Not only but the data is intermittent on the phone itself dropping to 0.01Mb/Sec. Used Google SpeedTest on Chrome to run the test. I called support and they advise me to have the phone replaced again and not do the update, which is exactly what I plan on doing tomorrow. Or should I ask for a different phone brand so I won't get stuck with the old software version?

I got a message today saying my replacement phone is in. I am going to pick it up tomorrow and NOT update it to the latest Android. I will report back if that solves the issue.

If not, not sure what my options are. I have only had this phone maybe a month or so, so not like they would let me switch. If they do, and the new LG does not work, S8 here I come ;P, or maybe the new LG that works on the new network.

Coworker had same issue, picked up his phone today and even though I warned him he still updated Android. His hotspot worked all morning just fine, but after lunch (he updated at lunch) same issue I had, drops after 10-15 minutes.

If this is a TMobile issue, it is definitely related to latest Android.

All I know is mine works now, and I will not update until I hear it is fixed.

Did you noticed problems with the Wifi also? My phone will not connect home or at work anymore , getting stuck at "Obtaining IP Address...", which is where other devices get stuck when trying to connect to my HotSpot.

Hi all, so I got my third replacement G6 last night. Unfortunately it will not start unless you accept the latest updates. I tried it last night, and although the car connected to it, the download speed was 0.07 Mbpd and 0.41Mbps for upload on an hill area with 4bars and 4G tower connection. It is already unacceptable. It never happened with my G4 or un-updated original G6.

I will test more this weekend and decide if I have to switch to a different brand.

Ok so I may have stumbled on to something as far as the hotspot is concerned. I went through my settings. Made sure the hotspot is set not to sleep. And set it to one device. Make sure to turn off WiFi sharing.

My phone is still working perfect, I have still not updated to Android 7.1.1 (and I won't!). For the record I never checked if my Wi-Fi had similar issues as I only used my phone for Hotspot otherwise I used mobile data as my WiFi at works SUCKS and I do not use my phone for Internet at home. All I can say is it works fine NOW.

Coworker I mentioned in previous posts, STILL has issues despite doing the following;

- Updated all apps to latest versions

- Tried just about every combination of Wi-Fi/Hotspot settings he could think of

- Got a new SIM card

- Got a new phone.

- Factory restored his phone (did this with both phones)

- Factory restored his phone and did not install ANY apps (assumed that one of the apps caused the issue)

He is pretty frustrated to say the least. The ONLY difference between mine and his is he i on android 7.1.1 and I am not. So I stand my previous opinion that this is a software compatibility issue with the LG phone and/or TMobile network.

Oh, I was wrong. It looks like the system update that ran on my new phone at initialization was not the damaging one. The phone's HotSpot is still working and I used it yesterday for hours successfully. Update Center shows me there is an update ready for my phone, which I'll stay away of.HOWEVER, now that I am aware of problems with G6 I keep Google "Speed Test" open on the car system and ran it whenever my music buffers. I notice that regardless of how many connection bars phone has, the speed sometimes drops drastically to 0.0x Mbps. At this speed the music start buffering and WAZE shows "No Network Connection". Thinking back to my old G4, I do not remember having the player buffering on my way home from work or back, but got kind of used to it after upgrading to G6. So I think the problems we see with G6 after system update, is worsening an already present problem.

I am paying for this phone and T-Mobile has the obligation to sell me a working one regardless of updates, one that does what they advertise and what I am paying for. So next week I will run the latest updates and take the phone back to the dealer and start a replacement process, getting rid of the G6 or maybe LG altogether.

Hey all -- thanks to magenta2756532 for directing me to this thread, and thanks to all of you for reporting this and staying so active here!

Right now we don't have a known issue documented for hotspot functionality after the update, but I reached out to our contact who works with LG to see if they've got any insight to offer. In the interim, I know a few of you have completed exchanges and had varying degrees of success with that depending on whether or not the software update was completed again afterwards, but can I confirm that everyone here has completed a master reset at this point? Thank you!

Oh yes. I got mine both factory reset a few times without successfully fixing the HotSpot. The third one I have now is asking me to update but I will not do it yet. It is working fine on Data and Hotspot for now. Still I don't feel comfortable running an older software, so I intend to run the update by next week, and if the problem return as with previous phones, I will ask TMobile to replace it with some other brand.

Thanks, magenta2756532 -- once you've updated can I ask you (and anyone else reading) to double check the "Mobile HotSpot turn off timer" setting on your phone for me? I know yours isn't completely updated yet, but I'd like to confirm that it's set to "always stays on". I believe the default is 10 minutes, so I'm wondering if perhaps it's not recognizing activity and just automatically turning off after that time frame.

I do want to proactively let you know that "alternate" exchange options are typically only presented when the device you're replacing is at its "end of life" -- so basically, as long as we have G6 devices to provide, that will likely be the only option. I don't want to read past that sentence in your reply and fail to explain this, only to have you disappointed later on. That said, we want to help get to the bottom of this so that you're not faced with an exchange at all!

First, I did have my first phone's timer turned OFF. That did not changed anything. Besides, the problem is not that the HotSpot turn OFF. As soon as you tunr it ON, the connecting device is unable to connect. sosaudio1 reported that, but you can see his second message where he updated us saying that it was not a permanent fix. The problem is intermittent also. Sometime it might connect and work fine for 2-10 minutes, but rarely. It happen to me twice. Once on my way to the dealer. I have to turn back as it was working fine and I thought it got fixed, but the problem returned after a while.

About replacing the phone - I got my first G6 3 months ago. If the phone is not working it is TMobile responsibility to make it work or replace it with a working one. I am not going through all this because I like spending my time posting here, or like going thorough changing phones every two weeks, but because the phone is not working as other brands are.

Is it fair that I(we) pay the same as others but I am unable to use the service as everybody else is?Or that I will have to keep an old system on my phone unlike others?

Ahh, gotcha, magenta2756532 -- I'm sorry, I missed where you'd previously reported the settings! It seemed like a few users were advising that they were having trouble staying connected, so I wanted to be sure we understood the issue. For you, it seems that you're not able to connect anything to your HotSpot at all at this point, right? Is the network not listed as available, or does it show as an option but then have no internet connection once selected?

Regarding your second concern, you can absolutely Exchange a device under warranty with us, or with the manufacturer. Working with the manufacturer directly to utilize the warranty program typically requires that you return your existing device and wait for it to be inspected, repaired or replaced, and then sent back. We offer the exchange program here because we can usually offer a quicker turnaround -- most of the time, we are able to provide a replacement within a few days, and have you return the defective device at that time. That said, the replacement device provided is still the same make/model. You can complete a return and reorder for a different device during the Buyer's Remorse window, but at this point that time period would have elapsed. Which frankly, is why I agree that it's important that we get to the bottom of this!

On that note, sosaudio1 I want to make sure you read this as well -- I have reached out to our contact who works with LG directly to see if they're able to drum up any details on this issue, so please bear with me. If it is software related, then software would be the fix. At this point we can't confirm that, although I'll let you know as soon as I hear back! I just wanted to get a sense of the level of troubleshooting completed and clear picture of the settings used and the issue (in the any ways it manifests) in case they have questions. Thanks for all the details you've all provided so far -- and I appreciate anything else you can add!

Good grief....I reaalllyyyy don't like doing a factory reset. So much info that has to be reset and restored. I understand Marissa where you are coming from but, magenta has a point. We bought the phones, they worked walking our of the store. They worked months down the line, so my next suggestion is to contact LG and ask them what part of the update touched the wifi radios and the hotspot radio. If we can get LG to issue a patch that reverts the radio update and hotspot update, I think you would find you have since very happy customers. I may try to drill down into LG and see if maybe they might be willing to send me an update zip that I can glad that might help us all. I don't know how far that will get but it might help. In the meantime, Marissa, you are in the trenches with us, please see what you can drum up

I used a 64G SD card for that. Works pretty easy and fast. Everything is getting back where it was. Just some passwords had to be reentered. I have extensive experience since I changed three phones in the last month .

I've done the factory reset as per recommendation by you and T-Mobile support Aaron.

This DID NOT fix the issue with either the wifi connectivity issue nor the hotspot issue.

Sorry tech support follow up, this DID NOT solve the problem. Again, LG needs to look at what the latest update did in regards to the wifi and hotspot radios and do a regression patch to step down the version update that was pushed, to the version that was there before the latest update. This patch will at least get those of us with issues back on the right track. They may also want to look into the connection software side to see if the T-Mobile wifi/hotspot apps are causing issue with the update and therefore, the hardware.

I factory reset my phone and WiFi/hotspot issue is not resolved. Hotspot still shows connected even though after about 20 mins it drops. When I try to connect to WiFi, it gets stuck on "obtaining IP address" and "authenticating" just like before the factory reset, but the strange part about it is that WiFi only fails after I've tried to use hotspot at some point in the day. A restart usually solves both issues temporarily. To add fuel to the fire, now every couple of times I restart my phone, I get an "SD card corrupted" notification. What is going on T-Mobile?????

Hi, everyone. I wanted to touch base with you and let you know I've heard back from our contact who works with LG, and it looks like they've identified an issue with the most recent security update that is causing the HotSpot to time out. Thanks in part to your reporting, we've now got this listed internally as a known issue. They will resolve this with a patch to be released in an future update. Although there's no timeline set at this moment, I'll definitely report back if/when one is shared with me. That said, I'd like to pass on the Wi-Fi issues you're reporting as well. I know you've been able to forestall the update so you're no longer impacted with this issue, stuggernaut, but for those of you who are on SW version H87210p -magenta2740556, magenta2756532, sosaudio1, msen -- can you let me know if you're all having issues connecting to Wi-Fi networks? If yes, can you advise if you are getting stuck at the same "obtaining IP address" step?

In my case, the WiFi issue only happens when I've tried to use hotspot at some point in the day and it eventually fails. In other words, yes, it gets stuck on "obtaining IP address."If I reset the phone and haven't tried to use hotspot, WiFi connection seems to work fine.

Hello Marissa, I have not done a factory reset as I haven't received an OTA software update. A week after I purchased my phone, on September 13th, I installed a OTA security update. This is when I believe my hotspot issues began. I had already changed my hotspot timer to "Always stays on" but double checked after the hotspot would disconnect only to see the Mobile HotSpot toggle still activated on. At these times the devices would try to connect to the G6, but "connecting" then followed by "could not obtain IP address". Only a Power down/restart works to reset the radio. I seldom connect my G6 to Wi-Fi, but it has not had an issue connecting when I do use it. This last Sunday (5 hour Netflix binge) I had continuous use without disconnect. I tried sending this message yesterday, but the hotspot would drop within two to ten minutes, but today, no issues. I've included screenshots of my phone "software info" to confirm what you may already know. Update alert on 9/13/17, before installing 9/14/17 and current 10/10/17. Good luck and thank you for listening.

Thank you for helping us out, and I am happy to hear that they identify the problem.

About WiFi, yes, it did have issues connecting and getting stuck at "obtaining IP Address", so much so that for the weeks waiting for my new phone, I just kept it off WiFi.

So right now I am on Android Ver 7.0, March 1, 2017, s.v.H87210e and the WiFi and HotSpot is working fine. The phone is still asking me to update but I'll keep it from updating as much as I can, or until you tell me that the issues has been addressed.

I just realized what you have said about he problem "they've identified an issue with the most recent security update that is causing the HotSpot to time out." That is not what I experienced with my three phones. Not a timeout of HotSpot, because the connecting device sees the G6 Hotspot, but it can not connect to it. Getting stuck at "obtaining IP address" is not a result of HotSpot timing out, but a failure in communication. Even when it would be connecting, it would give another error "Avoiding low speed connections".They might be digging for the wrong failure, thus not getting a fix for the real one. We might be waiting in vain for a fix.

I can definitely see how that's different than the known issue we have listed. I think I need to ask a clarifying question about "Wi-Fi" issues, as well -- are you referring to a laptop or tablet getting stuck at "obtaining IP address" when trying to connect to your G6's hotspot, or referring to the G6 getting stuck at "obtaining IP address" when trying to connect to a work or home Wi-Fi network?

Thanks so much for staying engaged! It's easy as pie to reach back out on this email chain and let our LG folks know what you're experiencing, so I really appreciate the feedback.

In my case it's both. After I "lose" hotspot connectivity from my G6'S, any device trying to connect to it gets stuck in the loop of "authenticating" "obtaining IP address" and eventually "avoided poor connection."

In regards to connecting the G6 to WiFi there are two scenarios, both of which I'll try to explain beginning with a fresh restart of the phone itself.

Restart phone -> toggle WiFi on -> connects - WiFi works as it should -> toggle WiFi off -> toggle mobile hotspot on -> connect any device to G6 hotspot -> hotspot works for about 15 mins -> connection drops even though signal strength is high -> devices trying to connect get stuck in loop -> toggle hotspot off on G6 -> toggle WiFi on on G6 -> G6 now gets stuck trying to connect to same WiFi it was connected to earlier much in the same manner as the devices that were trying to connect to it's hotspot.

I hope that helped. Trying to be clear as possible It needs to be stressed that in my case, my WiFi issues are non existent of I do not try to use mobile hotspot at all. The moment I use mobile hotspot on the phone, and it eventually fails, that is when I get issues trying to connect my G6 to any WiFi. Restarting the phone will fix this until the next time I try to use use hotspot from my phone.

So in essence - no hotspot use = no WiFi issues; attempted hotspot use = WiFi connectivity issues.

On a side note, has anyone noticed that since the last update, they no longer have a phone dialer app? The only way I can access the dialer now is by opening my contacts and swiping left until I get to it.

Edit: sorry, I guess I'm just looking for issues that don't exist at this point. My "phone" app was there all along, I just kept missing it.

Yes, I subscribe to that. Same behavior here with the previously two owned phones running latest updates. The third one I have now is still not updated, and is working fine both HotSpot and Wifi with no failure. The only concern I have is that occasionally the device connected to HotSpot looses speed and the music player have to buffers while the phone shows good speed. For testing I use google SpeetTest on both devices.

"In my case it's both. After I "lose" hotspot connectivity from my G6'S, any device trying to connect to it gets stuck in the loop of "authenticating" "obtaining IP address" and eventually "avoided poor connection."

In regards to connecting the G6 to WiFi there are two scenarios, both of which I'll try to explain beginning with a fresh restart of the phone itself.

Restart phone -> toggle WiFi on -> connects - WiFi works as it should -> toggle WiFi off -> toggle mobile hotspot on -> connect any device to G6 hotspot -> hotspot works for about 15 mins -> connection drops even though signal strength is high -> devices trying to connect get stuck in loop -> toggle hotspot off on G6 -> toggle WiFi on on G6 -> G6 now gets stuck trying to connect to same WiFi it was connected to earlier much in the same manner as the devices that were trying to connect to it's hotspot.

I hope that helped. Trying to be clear as possible It needs to be stressed that in my case, my WiFi issues are non existent of I do not try to use mobile hotspot at all. The moment I use mobile hotspot on the phone, and it eventually fails, that is when I get issues trying to connect my G6 to any WiFi. Restarting the phone will fix this until the next time I try to use use hotspot from my phone.

So in essence - no hotspot use = no WiFi issues; attempted hotspot use = WiFi connectivity issues."

I have been struggling with this issue also, and thought I was losing my mind. Please get LG on board to provide a patch in a timely manner. I am a college student who uses the hotspot feature to do my work as I live in a rural area without other internet options. Fixing this issue in a timely manner is important. I was convinced to give up my dedicated hotspot and switch to a new plan using my phone as a hotspot instead, and so far I greatly regret my decision.

I've only had my G6 five days but the hotspot feature did not work at all, similar to what others have posted...devices that tried to access it got stuck in a loop plus the G6's wifi quit working after turning the hotspot off. Poking around this site discovered that a new security update was due to be released today, installed it this morning with considerable trepidation and so far the hotspot works fine and nothing else appears to be broken but I've only been running it for an hour or so. Not too encouraging that I discovered and tested this before T-Mobile tech support did. Anyway here is a screenshot of my current software status...

I just downloaded an OTA update that brought the phone to October security update. Just took a drive with hotspot on for a little over an hour. No more hiccups that I can tell. All that's left is to see if WiFi works now without restarting the phone.

Edit: WiFi has connected successfully. This update seems to have fixed my issues. Thank you Marissa for pushing this through!

Good morning, everyone! I am very please to tell you that in this situation, Q = A! H87210Q should be the answer to the hotspot/WiFi woes. Please keep me posted if any of you see any little clues that it's not, though, because I can get that reported ASAP. Thanks again to all of you for taking the time to boost this and staying so engaged here!